After Sales Service and Support Management

Photograph of IT support team member

One of the most effective ways to improve customer loyalty, get word of mouth recommendations and improve your reputation is to offer an outstanding after sales service. After all, no business should solely concentrate on new customers in order to generate business, so it’s important to ensure your after sales service is effectively managed. One of the best ways to achieve this is using sales and service management software. But what exactly is this software and how could it help your business to thrive?

The Importance of First Time Fix Rate

Electrician

Resolving field service issues quickly and effectively is precisely what field service organisations are required to do. One of the key metrics used to measure how well field service teams are performing is first-time fix rate (FTFR). In this post we highlight the importance of this simple metric and offer some tips you can use to make improvements.

Three ways to Reduce Field Service Costs

Field service organisations need to manage the complexity involved in delivering high quality customer service while at the same time optimising field service costs. While they may be tempted to reduce costs by implementing various quick-fix methods, such as reducing the number of field service personnel, these techniques can have a negative impact on customer service and satisfaction

Field Service and Connected Field Service – What You Need to Know

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Most field service organisations offer scheduled maintenance as part of their servicing contracts. Regular, routine maintenance helps ensure equipment and systems remain continuously operational, minimising downtime and reactive call-outs to fix faults. Many service providing companies are now striving to optimise their field service operations by using data and system insights to help in their quest to keep their client’s equipment running smoothly. In this post we look at how the Internet of Things (IoT) is enabling this whole new approach to field service.

Key Benefits of Predictive Maintenance

Electrician at work

Service providing organisations understand how maintenance strategies broadly fall into two main categories: reactive and proactive. Reactive maintenance is the well known fix-repair approach wherein the service provider is called to fix equipment after a failure has occurred. Proactive maintenance is all about avoiding the need for repairs and system downtime by using preventive and predictive maintenance strategies. In this post we look at the key benefits provided by predictive maintenance.

The Pros and Cons of Reactive Maintenance

Workman

Why is reactive maintenance important? Because it’s inevitable thanks to emergencies and situations beyond your control. It means you don’t spend money on maintenance unless you really need to, you don’t need to do any time consuming maintenance planning, use any resources, or tie up essential people unless it’s strictly necessary. On the other hand there are some serious downsides to leaving maintenance until it’s too late. Here’s what you need to know about reactive or breakdown maintenance, how it differs from other strategies, and the pros and cons of the approach.

Asset Tracking with RedZebra’s Stock Module

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Where has that asset got to? It’s annoying. It’s frustrating. But most of all, when asset management goes wrong it costs time and money. You might even end up losing customers. In a complex world there are plenty of challenges involved in asset tracking. The more assets you have, the harder it is to keep track of them all. Here’s how our Call2Field Stock Module asset tracking system keeps tabs on valuable assets and inventory.

Tips to Improve Field Service Productivity

Clock on the wall

To deliver the best service to customers you need to know where your people are, where your equipment is, how much stock you’ve got left and a whole lot more. You need a clear, accurate picture of everything that’s going on out in the field, away from the premises. We are experts in how to improve field service productivity. If you want to know how to make the most of your field service teams and assets, here are some practical, sensible, actionable productivity tips, designed to maximise it.

Six Common Challenges in Field Service Management

Construction

A Field Support Manager has an incredibly wide variety of responsibilities around people, systems, processes, procedures and physical goods. It’s challenging, as a busy field service manager, to keep up with all of your roles and field service manager responsibilities. No wonder today’s Field Engineer Manager relies on intelligent software to keep everything under control.

Fifteen Years in Field Service Management Software

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With 15 years experience in developing and providing state of the art field service management software, RedZebra Software has an enviable pedigree in this field. In this article our founder, Richard Crafts, answers a number of questions on the company background, its development over 15 years along with his predictions for the future of the industry.